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Excerpts from the Trai Customer Satisfaction Survey

Excerpts from the Trai Customer Satisfaction Survey
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First Published: Fri, Apr 20 2007. 09 11 PM IST
Updated: Fri, Apr 20 2007. 09 11 PM IST
CUSTOMER SATISFACTION SURVEY [CELLULAR]
Cellular service subscriber’s customer perception with respect to operator’s service was assessed for seven defined parameters through 30 questions. As regards to the circle wise performance of the operators, 57.22% operators in Metros, 55.13% in A Circle, 65.78% in B Circle and 63.11% in C Circle are not meeting the parameter’s benchmark. The findings with respect to major parameters are as follows: (READ THE ENTIRE REPORT)
OVERALL CUSTOMER SATISFACTION LEVEL
The customer perception of overall customer satisfaction level is poor in all the circles, only seven operators out of a total of 129 operators (5.43%) meet the benchmark of >95%.
In Metro circles, only four of the operators namely BPL-Mumbai, Bharti-Mumbai, Rel. Comm.-Mumbai and TATA-Mumbai achieved the overall customer satisfaction level. The lowest overall customer satisfaction level achieved was by Bharti-Kolkata, BSNL- Kolkata, and TATA- Kolkata with 82%. The achievement level of operators not meeting the benchmark is between 82 -93%.
In A Circles only 3 operators — Rel. Comm. AP, Hutch AP and TATA AP — meet the benchmark. The lowest overall customer satisfaction level achieved was by TATA-Karnataka (81%).
In B Circles none of the operators meets the benchmark. The lowest overall customer satisfaction level was achieved by Hutch-Punjab (69%). The highest achievement level was achieved by Bharti-Kerala (90%).
In C circles none of the operators meets the benchmark.
NETWORK PERFORMANCE
The customer perception of the parameter network performance is poor as only 20 out of 129 operators (15.50%) meet the benchmark of >95%.
In Metro Circles only 6 operators out of 24 meet the benchmark.
In A Circles only 13 out of 30 operators meet the benchmark.
In B circles only one operator i.e. Bharti-Kerala meets the benchmark.
In C circles none of the operators meets the benchmark.
BILLING
The survey was conducted separately for post-paid and pre-paid customers. In the case of post-paid segment overall 48.76% and in case of prepaid segment 81.40% of operators meet the benchmark.
Metro Circles: All the 24 operators audited meet the benchmark for pre-paid segment. In the case of post-paid, 9 operators out of 23 meet the benchmark. The lowest satisfaction in postpaid billing services is observed for Hutch-Chennai (63%).
A Circles: 9 out of 30 audited operators do not meet the benchmark for pre-paid segment. The achievement level of operators not meeting the benchmark ranges between 81-89%, with TATA-Karnataka (81%) scoring the lowest. Whereas in post paid segment, 10 out of 30 operators do not meet the benchmark. The lowest level achieved is by Bharti-Tamilnadu (71%).
B Circles: In the pre-paid segment, 10 out of 48 operators do not meet the benchmark. Where as in the post-paid segment, 29 out of 46 operators do not meet the benchmark.
C Circles: In pre-paid segment, 5 operators out of 27 do not meet the benchmark. The achievement level of operators not meeting the benchmark, ranges between 80 and 85%. In the post-paid segment, 9 out of 22 operators do not meet the benchmark.
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First Published: Fri, Apr 20 2007. 09 11 PM IST
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